Clarification from the agency

This announcement is open to applicants who live in the San Antonio, TX or Washington, DC locality and/or federal judiciary employees nationwide.

The primary mission of the Support Services Division (SSD) within the EOC is to ensure enterprise-wide situational awareness of the Judiciary's IT infrastructure, mission-critical applications, and customer support functions. The Customer Integration Branch's (CIB) Enterprise Communications and Coordination Cell (ECCC) represents the linchpin for EOC enterprise situational awareness. The ECCC is chartered with executing centralized coordination of event detection and response actions to operational and cybersecurity events across all service support tiers via enhanced event correlation/validation and tailored communications. ECCC mission requirements dictate the need to evolve the ECCC into a three shift 24/7/365 operation and thus the incumbent will be required to perform shift work. This includes shifts comprised of non-traditional work schedules, which may include weekends and holidays.

The incumbent of this position will serve as team lead and assist the Branch Chief in working with various AO partners and court staff. Duties of the position include, but are not limited to:

1. Creating a work environment that promotes high quality customer support services.
2. Overseeing team work assignments.
3. Maintaining a working knowledge of the National Service Desk (NSD) supported IT services.
4. Preparing, presenting, and communicating information clearly and concisely to supervisors or senior management.
5. Preparing and analyzing IT service management performance reports.
6. Providing accurate and insightful interpretations of report data to ensure the delivery of high-quality support services.
7. Analyzing and reporting the following information and trends to the supervisor or senior level management team, individual progress on work assignments and accomplishments, potential risk/issues that could impact services, team member utilization and efficiency status, and individual and/or team training needs.
8. Acting on behalf of the supervisor for the following: providing input to employee or contractor performance, recommending/requesting related actions such as assignments, reassignments, peer reviews, and performance appraisals; training new employees on EOC standard operating procedures (SOPs); setting an example for the team by emulating proactive and self-managing behaviors; monitoring staff schedules to ensure operational coverage.
9. Creating/updating SOPs and ensuring the team adheres to them.
10. Assisting with the development and upkeep of operational level agreements as well as maintaining accountability with AO partners to associated service standards.
11. Executing other duties as assigned in support of mission operations in order to serve both as a specialist for a supporting the ECCC mission, while at the same time be able to change to another versatilist role with the same ease to operate as a team lead, event, incident or problem process manager, and/or request or access management analyst/practitioner.

Conditions of employment

CONDITIONS OF EMPLOYMENT

1. All information is subject to verification. Applicants are advised that false answers or omissions of information on application materials or inability to meet the following conditions may be grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed.
2. Selection for this position is contingent upon completion of OF-306, Declaration of Federal Employment during the pre-employment process and proof of U.S. citizenship for competitive status positions or conversion to a competitive status position with the AO. If non-citizens are considered for hire into a temporary or any other position with non-competitive status or when it is confirmed by the AO Human Resources Office there are no qualified U.S. citizens for a competitive status position (unless prohibited by a law or statue), non-citizens must provide proof of authorization to work in the U.S. and proof of entitlement to receive compensation. Additional information on the employment of non-citizens can be found at USAJOBS Help Center | Employment of non-citizens/. For a list of documents that may be used to provide proof of citizenship or authorization to work in the United States, please refer to Form I-9, Employment Eligibility Verification.
3. All new AO employees will be required to complete an FBI fingerprint-based national criminal database and records check and pass a public trust suitability check.
4. New employees to the AO will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights/responsibilities, visit https://www.e-verify.gov/.
5. All new AO employees are required to identify a financial institution for direct deposit of pay before appointment.
6. You will be required to serve a trial period if selected for a first-time appointment to the Federal government, transferring from another Federal agency, or serving as a first-time supervisor. Failure to successfully complete the trial period may result in termination of employment.
7. If appointed to a temporary position, management may have the discretion of converting the position to permanent depending upon funding and staffing allocation.

Qualifications

Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions.

Specialized Experience: Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience in BOTH of the following:

1. IT service desk operations experience; and
2. Experience using enterprise IT Service Management tools (i.e., ServiceNow, etc.).

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

We will review your resume and supporting documentation and compare this information to your responses on the occupational questionnaire to determine if you meet the minimum qualifications for this job. If you meet the minimum qualifications for this job, we will evaluate your application package, to assess the quality, depth, and complexity of your accomplishments, experience, and education as they relate to the requirements listed in this vacancy announcement.

You should be aware that your ratings are subject to evaluation and verification. If a determination is made that you have rated yourself higher than is supported by your resume and/or narrative responses, you will be assigned a rating commensurate to your described experience. Failure to submit the mandatory narrative responses will result in not receiving full consideration and/or rating credit. Deliberate attempts to falsify information may be grounds for not selecting you, withdrawing an offer of employment, or dismissal after being employed.